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ITSMF.ES, Madrid, December 2012Lex Hendriks

Managing Service Management Skills with the e-CF

Speaker Bio & Company Information

• Lex HendriksBusiness Knowledge Consultant EXIN

• EXINInternational Exam Institute in Information Science:– ITIL– IT Service Management based on ISO/IEC 20000– Information Security Management, Cloud, Green IT,

…• Involved in the eSkills Quality Label project (2012)

Overview

• Why talent is what matters• How talent can be made visible• e-CF as a tool for describing competencies• e-CF and IT Service Management• Assessing Training and Certification• Competence Management and ABC of ITSM

Talent matters

Professionalism is an Asset

1. Not my responsibility (40%)

2. No understanding of business impact and priority (35%)

3. Internally focused (34%)

4. Blame culture (27%)

5. Throwing solutions over the wall, hoping that people will use them (26%)

Source: ABC Workbook

ISO/IEC 20000

4.4.2 Human resourcesThe service provider's personnel performing work affecting conformity to service requirements shall be competent on the basis of appropriate education, training, skills and experience. The service provider shall:a) determine the necessary competence for personnel;b) where applicable, provide training or take other actions to achieve the necessary competence;c) evaluate the effectiveness of actions taken;d) ensure that its personnel are aware of how they contribute to the achievement of service management objectives and the fulfillment of service requirements;e) maintain appropriate records of education, training, skills and experience.

Skills Gap

• eSkills Shortage in EU• 2/3 missing competences• Knowledge is necessary, not sufficient

• Professionalism as common goal and interest

More Brains, Less Rules!

• Frameworks & Standards don’t work

• Quality is NOT a project, it is a journey of learning from mistakes

• Skilled people don’t like to be told• Competent people are more reliable than any Handbook ever can be

• A fool with a tool …

Making talent visible

Changing competence requirements

• New technology• Disrupting technology• IT as a commodity• IT as driver of innovation

Mapping Competencies

• Bridging ‘demand and supply’ of competences

• More specific Role Profiles for HR

• Basis for Professional Development Plans

• Competence is applicable in new contexts

Professional progression

• Development paths based on Knowledge+

– Influence–Responsibility–Expertise

• Need to show results–Deliverables–Certificates

Describing Competencies with e-CF

The Background of e-CF

• Standardization • ‘Unifying’ existing frameworks:

–CGREF–SFIA–AITTS

• ‘Competition is global’

The e-CF Basics

• Based on a shared understanding of competence

• 36 competencies structures by area, level and examples of knowledge and skills

• 5 e-Competence Levels related to 8 EQF levels

Competence: a demonstrated ability to apply

knowledge, skills and attitudes for achieving observable results

Service Level Management in e-CF

Benefits of an e-Competence Framework

• Based on achieved observable results

• Consistency• Tracing Capabilities and Competency Gaps

Source: e-Skills and ICT Professionalism, IVI/CEPIS

E-CF and IT Service Management

eSkill Role Profiles

• 23 ‘ICT’ Profiles• Based e-CF• Use as example for mapping

• Basis for refined role descriptions

Describing roles

• Role Profiles can be used for:–Evaluating capacities of

your team/organization– Individual Gap Analysis–Comparing/evaluating

certificates and experience– Identifying possible career

shifts

ITSM Competencies and Profiles

Competence Profiles and Role Descriptions

Compare, combine, add and ament

Assessing Training and Certification

Lifelong learning

• More about what you can than what you learned

• Recognition of experience• Learning by Doing• Side Entry Routes

Compass through the Certification Jungle

Compare with Roles

Compare certificates

Use in Self-Assessment

Competence Management and ‘ABC of ITSM’

Culture

Competence v.s. Position

Quality as Learning Together

From Technology to People

Process

Service

Customer

Professional Attitude

Learning From mistakes

From colleagues

From customers

Caring for the product, the service and the process

Sharing Knowledge, experience

Professional Behavior

Taking responsibility

Looking for solutions for customers, fitting business processes

Communicating, not only talking

Professional Competence Development

Competent People are Key

Know what to do

Cooperative

More Brains, Less Rules

Flexible

Innovative Competitive

Some Resources

• e-CF: http://www.ecompetences.eu/• ICT Profiles: http://www.ecompetences.eu/• eSkills Landscape: http://www.eskillslandscape.eu/

• ABC@work: http://www.abcatwork.nl/• ICT Profesionalism: http://ictprof.eu

Lex Hendriks• Email: lex.hendriks@exin.com• Web: www.exin.com• Twitter: @lexexin